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CHAPTER 4 EFFECTIVE TELEPHONE COMMUNICATIONS - Coggle Diagram
CHAPTER 4
EFFECTIVE TELEPHONE COMMUNICATIONS
OBJECTIVES
Describe and apply skills required to make a favorable first impression over the telephone.
Apply telephone techniques and procedures to handle incoming calls courteously and efficiently.
Describe procedures to place local and long distance domestic and international calls.
Making A Favorable First Impression
When you handle telephone calls at work, you are representing your company.
To create a positive image, you should develop good communication skills.
Your voice, pronunciation, grammar, and vocabulary and attitude contribute to the impression you make when using the telephone.
Your Voice
When you communicate by telephone, you must use your voice to convey interest and courtesy.
Elements of your voice that you must pay attention to include tone, pace, and volume.
TONE
Refers to the changes in pitch used to emphasize words and get your meaning across to the listener.
Try to vary the tone of your voice to express feeling and emphasize ideas.
Avoid speaking in a monotonous voice.
An animated voice reflects interest in the caller and helps you to communicate effectively and successful.
PACE
Is a speed of how we talk on the telephone where we need to adjust the speed based on the person we talking to.
The rate of which you talk on the telephone can affect the ability of the listener to understand your message.
Speak too rapidly; listener may not hear all the info.
Speak too slowly; listener may become bored, insulted or inattentive.
VOLUME
Do not shout or speak too softly that the listener cannot hear what you are saying.
Modulating your voice means controlling the volume so that you are speaking neither too loudly nor too softly.
Speak directly into the telephone receiver or mouthpiece.
Your Speaking Skills
Your voice and speaking skills are put to the test when you speak on the telephone.
Speaking skills such as word pronunciation, grammar, and vocabulary usage effect the impression you give over the phone.
PRONUNCIATION
Correct pronunciation of words is essential for understanding.
Proper enunciation (Pronounce words clearly and distinctly) is also important.
Many people speak with a regional
accent
(involves a certain rhythm, speed and pronunciation of vowels that is native to a particular region)
TIPS
on how you can improve you pronunciation or you have trouble communicating because of an accent:
Pronounce words correctly and enunciate clearly
Speak slowly, but not so slowly that you insult or annoy the caller.
Avoid long words, complicated phrases, or long sentences.
If you are unsure of any word's pronunciation, look it up in a printed or online dictionary.
GRAMMAR
Follow basic grammar standards, will help you project a favorable impression of yourself and company.
Avoid use of slang or regional expressions that may not be widely known or understood.
Always ask for an explanation if you do not understand an expression or phrase.
VOCABULARY
Improve your professional and personal vocabulary, learn new terms that relate to your position.
Avoid using trendy, slang expressions in formal business communication.
Learn some simple courtesy phrases to use when speaking with international callers.
INCOMING TELEPHONE TECHNIQUE
You must know how to handle a variety of situations and take care of caller requests, needs and problems.
The followings are techniques that may help you and your department to communicate effectively:
1. Answer promptly
2. Identify yourself
3. Conclude the describe
Proper Telephone Techniques
1. Answer Promptly
Answer all incoming calls promptly and pleasantly.
Answer the telephone after the first ring.
Reach for a pen and paper/notepad to take messages.
2. Identify yourself
Inform the caller your name, company, department or office.
If using automated telephone systems; not need to identify yourself.
E.g. "Malaysia Airlines, Mona speaking."
3. Conclude the call
The person who places the call is the one who ends the conversation.
But it is also a good habit to use the caller 's name if you want to end the conversation. E.g. "Thank you for calling, Mr. XXX. I will be sure to give En. Ahmad the information/message.
ASSISTING CALLERS
Listen attentively to the callers
Give accurate information to callers
As you answer incoming calls, you may find it necessary to transfer calls, place callers on hold, or handle to disconnected call.
Handling Difficult Callers
Sometimes you may handle difficult callers (angry persons, unreasonable, insensitive, rude, demanding, or highly emotional).
These calls are very stressful. You must control yourself and remain professional; maintain goodwill with the caller
Guidelines to handle difficult callers:
Try to resolve
the matter if possible
Always
present a helpful, positive and sincere attitude
.
Remain outwardly
calm
and do not display defensive behavior.
If you caller is
abusive or uses profanity
, identify the caller and end the conversation quickly.
Transferring calls
When a caller has reached a wrong extension, calls must be transferred to the right person, or calls/requests can be answered more effectively by another persons.
Always tell the caller why the transfer is necessary.
Handling a disconnected call
If your line is disconnected while you are talking, the general rule is that the person who placed the call should call back immediately after the disconnection.
Placing a caller on hold
If another incoming call is waiting while you are talking on the phone, you must put the caller on hold while you answer the other call on another line.
Hold
= a feature that allows a telephone caller to remain connected but waiting for the other person to come back on the line.
Politely inform the caller that you are placing him or her on hold.
When a caller is on hold, check back frequently to reassure the caller that he/she has not been forgotten.
Screening Calls and Taking Messages
Screening Calls
Determine who is calling and the purpose for the call
Be tactful, yet direct.
Must be courteous, yet firm; when asking their names (as company's policy)
Giving information
When an executive is not around do not reveal unnecessary or sensitive information to callers.
Offer to take message or assist the caller yourself if your manager not around.
Give the caller enough information to explain the person's absence.
Taking Messages
You must have a pad or printed message forms for recording telephone messages.
When recording messages, be sure that it is accurate and complete.
Verify their names and telephone numbers.
Make sure your handwriting is legible.
Each message should include the following:
The
date and time
of the call
The
name
of the caller and the company
The caller
telephone number
The
details
of the message
Your name
or initials
Screening Calls and Taking Messages
Using a computer message offers these advantages:
Less time
is needed to key a message than to write it.
The number of
lost messages is reduced
because messages can be transferred immediately to the intended receiver.
Printed message forms are not needed
.
Each computer message you key should include the same basic information as a handwritten message.
In some offices, e-mail is used to record and forward telephone message.
OUTGOING TELEPHONE CALLS
Calls may be interoffice, local, or long distance.
PLANNING CALLS:
Every call you make requires preparation and planning. When preparing for any call always:
Confirm the name and number
of person whom you are calling.
Identify clearly the
main purpose
of the call
Outline briefly
the point you want to cover during the call and
Gather other information
or items you need to have available before making any calls.
Gather other information or items you need to have available before making the call, such as:
Dates and times
of any meetings or planned events that relate to the call
Documents
that relate to the topic discussed
Questions
that you want to ask
Pen and paper
or your computer to take notes during the call.
Personal Telephone Calls
Follow your company's policy regarding this.
However, brief urgent or emergency calls are permitted.
Calls on Mobile Phones
Do not use it an area where you will disturb other people.
Confidential information shout not be discussed in a public area.
Be aware of the laws regarding cell phone use while driving in your area.
Time Zones
Time Zone
- a geographical region that has the same standard time.
It is important that you be aware of time zone differences when placing long-distance calls.
Avoid calling when the time is before or after business hours or during lunch at that location.
Conference Call
Is placed when it is necessary to talk simultaneously with persons at several different locations at one time.
Conference calls are set up in advance with a conference operator.
Guidelines
in planning a conference call:
Inform all participants
of the date, time and proposed length of the call.
Verify
everyone's telephone number.
Send any needed information or items for discussion to all participants
in advance
.
Identify the objectives
and intended outcomes of the call.
If using a service provider
, call in advance and give accurate numbers, names, date, time and the expected duration of the call.
Procedures
during the conference call:
Take roll
. Call out the names of all participants.
Lead the call
by presenting the agenda and conference guidelines.
Have
participants identify themselves
when speaking.
Speak clearly
, spelling out difficult or unusual names and terms. Repeat numbers.
Avoid interrupting
other speakers. Only one person should speak at a time.
Take notes of important points
and comments.
Apply
good listening skills
.
Encourage discussion
and participants from everyone.
Using Directories
Directory
- a list of items, such as names and corresponding telephone numbers
There are 4 types of directories:
Local Directories
a) White pages
b) Yellow pages
Personal and Company Directories
Electronic directories
Directory Assistance
1. Local Directories
Local telephone companies usually provide directories to their customers free of charge.
White pages
-Lists in alphabetical order the names and telephone numbers of individuals and businesses in your local area.
Yellow pages
-Contain an alphabetic listing of businesses only. The businesses are arranged according to the services they provide or the products they sell.
2. Personal and company directories
Keep a personal directory of frequently used numbers. You can also record emergency numbers. Your company may also provide you with a directly of employees working with you.
3. Electronic Directories
Information contained in the paper directories can also be accessed using a personal computer/CD-ROM.
4. Directory assistance
If you don't have a directory, you can call the directory operator for help.
Malaysia TM- #103
Long-Distance Service
Several factors determine the cost of long-distance service such as:
-The time of day the call is placed
-The type of call and
-The length of the conversation
Long distance carries provide a variety pricing plan.
Visit Telephone company Web site to learn of pricing and special offers and regulations.
Long distance calls are calls made to numbers outside the service area of your local telephone company.
To place calls efficiently and economically, you must be familiar with the various long-distance services available.
-Direct dial
-Specialized long-distance call (operator assisted calls)
-Prepaid phone cards
-Toll-free services
1. Direct-dial calls
Also known as station-to-station calls
Calls that placed without assistance from an operator
Charges begin as soon as the telephone is answered
If you make a direct-dial call and the person you need to speak with is unavailable, your company still will be charged for the call.
2. Specialized Long Distance Calls (expensive)
Person-to-person calls:
An expensive type of specialized long distance call
First, dial the operator's number, inform the operator that you wish to do a person-to-person call.
Secondly, give the her, the area code, and the telephone number of the individual or business you are calling.
Charges from the call begin only after the person that you wish to speak is on the line.
Collect calls:
Charges for a collect call are billed to the telephone number being called.
People who travel for a business may find it necessary to make collect calls to their offices.
3. Prepaid Phone Card
Card purchased in advance and used to pay for a certain number of minutes of phone use.
The user receives a PIN (personal identification number) and a toll-free access number.
The phone system will inform you of the amount of calling time remaining for the card.
4. Toll Free Service:
A company may subscribe to toll-free services for callers.
This discounted services applies to incoming calls only.
No charge is made to the caller.
As with other telephone services, rate plans and regulations for toll-free services plans vary widely. Compare price plans and features from several companies to find the plan that will be most cost-effective for your company.